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See the user paths
What do you like best about the product?
I appreciate the options provided; I can drill down into each page and see the user paths that I want to see. I actually enjoy seeing the spots where our customers are having trouble, and figuring out what it takes to alleviate those pain points.
What do you dislike about the product?
I know that on my first visit, it wasn't clear where I needed to go to find what I was looking for. I was entering URL paths and coming up without results; it took me a few sessions to get comfortable with how to navigate.
What problems is the product solving and how is that benefiting you?
Quitting and leaving our site is always an issue when we cant find the reason behind it. we use Glassbox to locate those areas and reduce the customer abandonment
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Helps is debugging Errors
What do you like best about the product?
it help in debugging error and replicate failures in my system
What do you dislike about the product?
i wish it would a bit simpler UI it can take some time to get use to it
What problems is the product solving and how is that benefiting you?
going around our site without knowing where the problems are can take a long time - so lucky we have Glassbox for this
Good UI
What do you like best about the product?
The UI is great and it is easy to find what I need
What do you dislike about the product?
SPEED. It is SO SLOW to load and desperately needs improvement
What problems is the product solving and how is that benefiting you?
reducing the friction areas our customers have in our site when performing their tasks
I really like the Glassbox UI
What do you like best about the product?
I like that you share the client IP. I like it that I can see the results before and after a customer got help on customer service. I also like the clean user interface and the font.
What do you dislike about the product?
OK. So much to improve: tracking like on Microsoft Clarity so that I can see the movement of the user mouse. Also it's a nightmare to search for a page without knowing the right url.
What problems is the product solving and how is that benefiting you?
after we find issues the customer may have and struggles in our applications we do our best to fix them
Identify what you are looking for
What do you like best about the product?
I like to be able to adjusts settings to how you need to identify what you are looking for. It is pretty user friendly.
What do you dislike about the product?
Sometimes it can take a while to pull up calls and searches.
What problems is the product solving and how is that benefiting you?
Freeing our site from errors and giving our customers the best possiable experiance in the journeys
validate insights
What do you like best about the product?
Recorded sessions and the insights to validate customer click by click experience. many features and easy to use once you get to know the product and we use it on an on going basis
What do you dislike about the product?
Getting started with the tool has been difficult. Understanding how to establish sessions that enable views of the traffic we are recording.
What problems is the product solving and how is that benefiting you?
Look and fix the problems customers have and gain a better understadning on there journey across our website and mobile
reporting
What do you like best about the product?
reporting and the way the solution integrates with other of the tech stack which we have means we use this for every investigation we have. I must also mention the great customer support
What do you dislike about the product?
load speed could be a fraction better, sometimes it takes a page a long time to load
What problems is the product solving and how is that benefiting you?
peneterating into the issue a customer may face when they interact with our website
watch user sessions to track
What do you like best about the product?
I love the ability to watch user sessions to track down what is happening on our digital channels especially when users are unable to complete a task. We consistently try to understand performance trends and when things like Enrollments are down, we try to identify any errors within that process and our data tracking is not always available at the detail needed. being able to watch sessions is very helpful.
What do you dislike about the product?
I would love to use Glassbox as a tool to also troubleshoot our analytics tracking. I would love to see a user experience side by side with the data we are tracking in Adobe Analytics to serve as a QA tool similar to an old SimilarWeb. A lot times when we see a user experience in a GB session, I want to see how to scale that in Adobe and know how many times XYZ is happening. I also want to know what data is available and make sure we are collecting the right details
What problems is the product solving and how is that benefiting you?
Improving the performance of our systems on an ongoing basis
Better understanding
What do you like best about the product?
The Interction maps provide me with a good understanding on our customers are focuing there time and the parts of our site which are more compelling to them. The solution was easy to implement and is very easy for us to use. I must also point out we are happy with the customer support we recieve
What do you dislike about the product?
The session recording could be improved somewhat - sometime it feels there is to much going on there.
What problems is the product solving and how is that benefiting you?
Looking in our website where customers are having big issues in completing there tasks - we can now locate them and help them
The Funnels and Reports
What do you like best about the product?
Glassbox let's me create funnels and reports which helps me filter the exact customer use cases that I want to view. The AI which is part of the joruney map, helps us to focus on the reasons behind customer struggles. in the world of FSI where there are so many forms to fill and experience is the name of the game - seeing what is working and its importance is
What do you dislike about the product?
Glassbox does not seem to capture all sessions as the numbers don't tally with my actual reporting. This may be becuase of a restirction on the numbers of sessions which we capture
What problems is the product solving and how is that benefiting you?
looking at where our customers have issues - we can better improve our site so that our users have a better experiance
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